Tenant satisfaction measures (TSMs)
In April 2023 The Regulator of Social Housing (RSH) launched a new system for assessing and measuring how well landlords are performing. These new measures are designed to help customers understand our performance and be able to measure it against other housing associations.
As part of the new measures, we are required to collect and share information on our performance and we need your help with this.
More about the Tenant satisfaction measures
In April 2023 The Regulator of Social Housing (RSH) launched a new system for assessing and measuring how well landlords are performing. These new measures are designed to help customers understand our performance and be able to measure it against other housing associations.
As part of the new measures, we are required to collect and share information on our performance and we need your help with this.
We contact all of our tenants each year, asking them to complete a tenant satisfaction survey. By completing this survey, you will help us to find out where we are doing well and where we need to improve.
Please take this opportunity to have your say. The survey should take no more than 10 minutes to complete. It doesn’t matter if you’ve only just moved into your home or don’t use all of the services discussed. It is important that we hear everybody’s views.
Results from this survey will be used to calculate annual Tenant Satisfaction Measures which will be published by the Government in Autumn each year.
All of your answers are treated in the strictest confidence and will only be used to monitor the quality of the Housing Service provided to you by WHA.
If you have any questions or if you need the survey in a different format like large print, easy read, British Sign Language, braille or translating into another language, please do not hesitate to contact our Customer Support Team on 01925 246810 or email: admin@wha.org.uk who will be happy to help you.
Our Results -Tenant Satisfaction Measure 2025/26
Please note that this information replaces the “Customer Defined Targets” that WHA used to produce before 2023.
Read our Summary of Approach for 2025 / 26
|
TSM Satisfaction KPIs |
WHA Results 2025/26 |
WHA Target 2026/27 |
National Peer Group Median 2025/26 |
|
(TP01) Proportion of respondents who report that they are satisfied with the overall service from their landlord |
89.7% |
88% |
86% |
|
(TP07) Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them |
79.1% |
80% |
81% |
|
(TP03) Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair |
87.3% |
89.00% |
81.5% |
|
(TP06) Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them |
77.9% |
80.00% |
72.50% |
|
(TP08) Proportion of respondents who report that they agree their landlord treats them fairly and with respect |
91.5% |
90.00% |
83.00% |
|
(TP10) Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained |
75.4% |
80.00% |
78.00% |
|
(TP11) Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood |
67.4% |
72.00% |
73.50% |
|
(TP05) Proportion of respondents who report that they are satisfied that their home is safe |
89.7% |
91.00% |
73.50% |
|
(TP04) Proportion of respondents who report that they are satisfied that their home is well maintained |
87.8% |
86.00% |
81.05% |
|
(TP09) Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling |
41.6% |
100% |
56.50% |
|
(TP02) Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service |
90.6% |
90.00% |
82.00% |
|
(TP12) Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour |
59.8% |
65.00% |
67.50% |
Technical Measures
Annual TSM Technical Measures:
|
TSM Technical KPIs |
WHA Results 2025/26 |
WHA Target 2026/27 |
Peer Group Median 2025/26 |
|
Proportion of homes for which all required gas safety checks have been carried out |
100% |
100% |
100% |
|
Proportion of homes for which all required fire risk assessments have been carried out |
100% |
100% |
100% |
|
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out |
100% |
100% |
100% |
|
Proportion of homes for which all required legionella risk assessments have been carried out |
100% |
100% |
100% |
|
Proportion of homes for which all required communal passenger lift safety checks have been carried out |
100% |
100% |
100% |
|
Proportion of homes that do not meet the Decent Homes Standard |
0% |
0% |
0% |
|
Proportion of emergency responsive repairs completed within the landlord’s target timescale |
98.5% |
99.00% |
99.00% |
|
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale |
97.4% |
95.00% |
95.50% |
|
Number of stage one complaints received per 1,000 homes |
43.1 |
60 |
25.30 |
|
Number of stage one complaints received per 1,000 homes |
5.8 |
6.00 |
2.00 |
|
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales |
100% |
100% |
100% |
|
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales |
100% |
100% |
100% |
|
Number of anti-social behaviour cases opened per 1,000 homes |
32.1 |
40.00 |
16.20 |
|
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes |
0 |
0 |
0 |